DialLink Data Hosting

Effective Date

DialLink stores and processes customer data, where data refers to all electronic data, messages or other material submitted to DialLink by the customer through the customer’s account in connection with the customer’ use of DialLink service(s). This data is processed in compliance with applicable laws and regulations for the purpose of providing services in the DialLink product suite. As a data processor, DialLink performs operations or set of operations on this data in relation to services offered.

DATA	DEFINITION
Ticket data	Information like custom properties, source, tags, attachments, activities in a ticket
Requestor data	Any data on requester's email, id, mobile, name, and phone
Agent/User data	Includes agent details like name, email, contact, location, group information, and user data like name, company information and custom property data
Call recording	Agent/User detail, company information, contact data and location
Conversations	Agent/User detail, company information, contact data and location, messages
Social content	User information like name, email, location and company information
Application integration data	Information related to the relationship, or linking of one data set to another, with one data set typically residing outside DialLink
Knowledgebase content	Details pertaining to the article topic -- category, company information and access
Forum data	Data related to agent/user detail like name, activity and company information; message thread data
Report data	Company and agent information, and ticket details

‘Data hosted’ means data stored for delivery of services we provide as a data processor, and includes data stored for backup. ‘Data’ stated hereby is with reference to definitions specified in the table below:

Data Hosting

Data is hosted with data centers qualified by global IT standards and regulations. DialLink provides multiple locations to host data (upon purchase of Data Hosting Options). The below table summarizes various data hosting locations available with DialLink.

For customers hosted in the EEA with custom mailbox, data remains in the EEA by default. However, if customers choose to use services like 3rd party integrations and apps, custom apps then data is expected to leave the EEA (European Economic Area).

The below table summarizes various data hosting locations available with DialLink.

PRODUCT	DATA	HOSTING DETAILS
DialLink	Call data, contact data, agent data Call recording*	Available in US and EEA

*call recording for DialLink is generated in the US, temporarily held for 10 mins and then routed to the EEA.

Backup and logs

DialLink maintains a robust backup plan where data is distributed and stored in secure locations in the respective region. Logs are stored for a period of 1 year in the respective region of hosting, for all above products.

DialLink Cross-Product Authentication

DialLink’ SSO platform provides users with identity and access management capability across all DialLink products. User authentication and profile data is collected and processed within Amazon Web Services (AWS). These services comply with recommended global security standards, and have necessary measures instituted for protection of data.

Integration Data

DialLink Marketplace for DialLink showcases collection of applications for integration and productivity with 3rd party systems. API requests made by integrations may be processed outside the EEA.

For more information on data processed by DialLink, access DialLink’ Terms of Service, Privacy Notice and Sub-processors List.

DialLink Cloud Phone System

DialLink Cloud Phone System

DialLink Data Hosting